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Urgent! Advanced IT Support Engineer Job Opening In Louisville – Now Hiring Waystar

Advanced IT Support Engineer



Job description

ABOUT THIS POSITION

The Advanced IT Support Engineer is a senior-level Tier 1 technician who serves as a technical leader within the Help Desk team.

This role focuses on handling complex end-user support requests, mentoring junior technicians, and ensuring high-quality service delivery.

While not directly responsible for Tier 2/3 resolution, this position plays a critical role in triaging, documenting, and escalating issues effectively.

WHAT YOU'LL DO

Advanced Troubleshooting & Triage 

  • Resolve a wide range of Tier 1 issues independently, including hardware/software troubleshooting, account access, M365 support, and connectivity problems.

  • Perform in-depth triage for complex issues and escalate to Tier 2/3 with complete documentation of symptoms and steps taken.

  • Identify patterns in recurring issues and recommend improvements to Tier 1 workflows or documentation.


     

  • Service Management & Communication 

  • Serve as a senior point of contact for IT support requests via Jira Service Management, phone, and email.

  • Ensure timely and professional communication with end users, setting clear expectations and providing proactive updates.

  • Monitor SLA adherence and escalate time-sensitive issues appropriately.


     

  • Documentation & Knowledge Sharing 

  • Create and maintain Tier 1 knowledge base articles and troubleshooting guides.

  • Document all support interactions thoroughly in Jira, including resolution steps and escalation notes.

  • Provide feedback to improve internal documentation and workflows.

  • Mentorship & Leadership 

  • Mentor junior Help Desk technicians and assist with onboarding and training.

  • Participate in quality assurance reviews of ticket handling and customer interactions.

  • Represent Tier 1 in cross-functional meetings and contribute to continuous improvement initiatives.

  • Operational Support 

  • Participate in on-call rotations to support nationally dispersed employees outside of business hours.

  • Support device setup, software installations, and access provisioning for new hires and transitions.

  • Assist with asset tracking and inventory management.

  • WHAT YOU'LL NEED

  • 2+ years of experience in IT Help Desk or end-user support roles.

  • Strong troubleshooting skills across Windows, macOS, and M365 environments.

  • Proficiency with Jira Service Management or similar ticketing systems.

  • Excellent communication and customer service skills.

  • Ability to mentor others and lead by example.

  • Detail-oriented with strong documentation and organizational abilities.

  • Familiarity with escalation workflows and cross-team collaboration.

  • Certifications such as CompTIA A+ or Microsoft 365 Fundamentals are a plus.

  • ABOUT WAYSTAR

    Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

    Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities.

    Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers.

    We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

    WAYSTAR PERKS

  • Competitive total rewards (base salary + bonus, if applicable)
  • Customizable benefits package (3 medical plans with Health Saving Account company match)
  • We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.

    We also offer flexible time off for our exempt team members + 13 paid holidays
  • Paid parental leave (including maternity + paternity leave)
  • Education assistance opportunities and free LinkedIn Learning access
  • Free mental health and family planning programs, including adoption assistance and fertility support
  • 401(K) program with company match
  • Pet insurance
  • Employee resource groups

  • Required Skill Profession

    Computer Occupations



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